Patrick Webb

In most service businesses, everyone is running at a very fast pace with the heavy operational demands and management initiatives. Very often, Service Management becomes disconnected from the needs, expectations, and morale of the field personnel. Therefore, it is very valuable to find ways to bridge this gap and improve the connection between the Service Management and the Field Personnel. We will discuss some of the ways of doing this such as including the Field Personnel in some of the operational tasks and even in driving new initiatives. A by-product of this inclusion will be better Team utilization and improved employee morale.